Russel Kevin Ayes
Team Manager
Malabon
Summary
Goal-oriented team manager with 3 years of leadership experience in Group Retirement Solutions. Dedicated to meeting team performance objectives, achieving set targets, and providing thorough training. Skilled in setting team goals, developing innovative strategies, and communicating with internal stakeholders to improve processes and provide efficient service. Assists direct reports in identifying process improvements.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Team Manager
Manulife Business Processing Services
07.2024 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Client Account Representative
Manulife Business Processing Services
10.2022 - Current
- Performed regular reviews and reconciliations of client control, disbursement, and forfeiture accounts to ensure accurate and up-to-date payment records. Verified balance of all debit and credit entries and resolved any discrepancies to maintain integrity of financial data.
- Regularly communicate with clients, advisors, and third-party administrators under block of business through inbound/outbound calls and emails.
- Resolve client issues and negotiate "win-win" solutions directly or by consulting with appropriate resources.
Business Operation Team Leader
Manulife Business Processing Services
11.2019 - 07.2021
- Conducted monthly governance meetings with director and business unit to report team metrics and address critical issues. Utilized data-driven insights to support decision-making and collaborated with cross-functional teams to drive process improvements and operational efficiency. Presented findings and recommendations to senior management, driving positive outcomes and supporting overall business success.
- Manage team’s day to day operation to ensure that SLA is met.
- Handle escalations on timely manner.
- Conduct recruitment and hiring.
- Assist in workforce management duties such as schedule and leave management.
- Review team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff.
- Assist the operation manager in coordinating team resources, monitoring team activities, and preparing reports.
- Increased team's productivity score by 10% after establishing new SPT (Standard Processing Time).
Account Admin Analyst
Manulife Business Processing Services
02.2017 - 11.2019
- Manage and coordinate complex financial transactions related to Financial Hardship, Shortened life expectancy, death, GRIP transactions, and other related processes.
- Serve as primary point of contact for clients and advisors, providing assistance in obtaining necessary information and documentation required for processing requests.
Business Process Associate
Manulife Business Processing Services
03.2013 - 02.2017
- Manage indexing and gatekeeping of several email databases, ensuring that all emails are properly categorized and archived for future reference.
- Handle the new enrollment of clients in the system, and maintain accurate and up-to-date records of all clients. Process and manage benefit transactions, such as cash withdrawals and transfer-out transactions.
Education
Bachelor of Science - Business Administration
City of Malabon University
06.2009 - 04.2013
Accomplishments
- Exceptional rating for 2023 (What)
- Q3 of 2023 - Best CAR - SLX
- Q3 of 2023 - Engagement Warrior
- Q2 of 2023 - Most Promising CAR - SLX
- DARE Participants (Data Analytics and Reporting) Academy under Data Engineering (July-Nov 2023)
- Submitted project "New Tracker SLX CAR" using Excel and VBA
Certification
Data Analytics - Data Engineering
Timeline
Team Manager
Manulife Business Processing Services
07.2024 - Current
Data Analytics - Data Engineering
12-2023
Client Account Representative
Manulife Business Processing Services
10.2022 - Current
Business Operation Team Leader
Manulife Business Processing Services
11.2019 - 07.2021
EMERGE Leadership Track
09-2019
Account Admin Analyst
Manulife Business Processing Services
02.2017 - 11.2019
Business Process Associate
Manulife Business Processing Services
03.2013 - 02.2017
Bachelor of Science - Business Administration
City of Malabon University
06.2009 - 04.2013
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